Your Customer Journey
About 90% of the people spend half of their time waiting in line. The dominant cost of all this waiting is an emotional one: stress, boredom, that nagging sensation that one’s life is slipping away.
“People don’t always remember what you say or even what you do, but they always remember how you made them feel.” – Maya Angelou
If you can deliver a customer journey that is perceived as fair, that is not wasting customers’ time, that is easy to understand and that provides value you are on the right way. You will then be able to influence the most important benefit – the impact on something which is invaluable, yet largely intangible: your customers’ experience of your brand.